KeyPoint Credit Union has gained efficiency with fintech Eltropy’s AI tools that handle member queries, schedule appointments and centralize internal policies.  

The $1.6 billion credit union deployed Eltropy’s AI voice agent for its contact center in May, and now 94% of member queries are resolved without human intervention, according to an Aug. 21 Eltropy release.  

The voice agent can handle complex queries related to reporting and preventing fraud in addition to simple requests such as transferring money, confirming deposits or making a loan payment, Josh Herzog, vice president of operations experience and payments at KeyPoint, told FinAi News.

“If there’s something that can’t be answered, we go back and we look at those questions,” he said. “Do we just not have the information readily available? It’s a constant reviewing of the questions being asked and then making sure we do have a way to resolve this.” 

KeyPoint is benefiting from other Eltropy AI tools, including a digital assistant that has reduced chat volume by 67% for contact center employees and a self-service tool for scheduling appointments, he said.  

Internal knowledge base  

Last week, Keypoint launched another Eltropy AI product, an internal knowledge base that will “add tremendous value for staff,” Herzog said.  

The knowledge base connects to Microsoft Sharepoint, centralizing internal policies and procedures that employees can easily retrieve through natural language processing, he said.  

Traditionally, employees have had to “ping various back-end departments via Teams to say, ‘What are Zelle limits,’ ‘how do I do an ATM dispute’ or ‘what is our check hold policy?’” he said. 

Now, staff can “use the knowledge base to just type in your prompts and have the answer come back at your fingertips.” 

San Jose, Calif.-based KeyPoint not only expects this product to boost internal efficiencies but also improve the member experience, Herzog said.  

“Instead of, ‘I need to put you on hold because I’ve got to call a department,’ and I come back 4 minutes later … I’m able to wrap up that call in half the time,” he said.  

Magnifi Financial also benefits from the tool, which answers 85% of questions without needing to contact another department, Brad Shafton, senior vice president of IT and digital at the $2.6 billion credit union, stated in an April release. 

KeyPoint, meanwhile, expects Eltropy’s AI tools to shave several minutes off each member interaction, potentially saving contact center employees a combined 40 hours per week, Herzog said.  

The credit union is focused on “redeploying that time back” into higher-value tasks and deeper member relationships, he said. 

“Everything should be on the table to say, if it’s a repeatable task, can we potentially leverage AI to help with this?” he said. 

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